Customer Support Lead

Trust Wallet is hiring a Customer Support Lead to manage and develop its customer support function while improving operational excellence, technical problem-solving, and AI-enabled support. The role owns service standards, support knowledge, and operational outcomes across AI and human support, partnering with product, engineering, operations, and the AI Platform team.\n\nThis is a full-time, fully remote global role. Applicants must have the right to work in the country where they are based. Trust Wallet states that it offers flexible working hours and operates with international teams.\n\nResponsibilities include leading the customer support team; managing day-to-day support operations; resolving complex technical escalations; developing support workflows and knowledge systems; tracking SLA, CSAT, resolution time, backlog, repeat contacts, and cost per resolved issue; improving AI support and human handoff policies; and collaborating cross-functionally on rollout readiness and customer experience.\n\nCandidates should have experience leading customer support or service teams, strong technical troubleshooting skills, experience improving support operations, hands-on experience with AI-powered customer support, strong communication and stakeholder-management skills, and comfort working in a fast-paced cross-functional environment. Experience in crypto, Web3, fintech, or technology-driven companies is a strong plus.